Chubb is one of the
world's leading providers
of fire safety and security
solutions for businesses
and organisations

Chubb is one of the world's leading providers of fire safety and security solutions for businesses and organisations worldwide

Frequently Asked Questions

These are some of the most frequently asked questions about our services.

These are some of the most frequently asked questions about our services.

Q – What platform does SMC use to monitor CCTV?

A – We use the secure cloud version of the Immix monitoring platform. Immix can receive alarms from a wide range of devices, which all present to the operator in a common format regardless of manufacturer.


Q – What CCTV systems can SMC monitor?

A – We can monitor almost any CCTV system as long as it is compatible with Immix. Common compatible brands include Hikvision, Dahua, Videcon, Truvision, Davantis, Axis, and Avigilon, but you can view all supported systems by referring to the Immix website.

After signing in, go to MENU/Integrations/Integration Support/ which will take you to a full list of compatible devices, including helpful notes on how to set them up. If you are unsure if your devices are supported, use the Immix chatbot, email the Immix helpdesk, or call SMC.


Q – How does SMC connect to CCTV for monitoring?

A – Most connections are completed via external static IP addresses with the site’s router/network, but connections can also be done via a DNS address or VPN.


Q – How long does it take to set up and commission remote CCTV?

A – Commission time varies from site to site, depending on the site network being ready for remote connection when the engineer attends. Some sites take less than 10 minutes, while others may take a few hours.


Q – What type of detection/alarms can SMC receive?

A – We can receive many alerts, ranging from traditional red walls, GJDs, beams, and passive infrared (PIR) to modern onboard camera detection, including intrusion, line-crossing, and tripwire detection.


Q – Does SMC use analytical filtering programmes to detect false alarms?

A – We use Calipsa to filter false alarms, which has an average 75-80% success rate. No filtering system is 100% accurate and can be relied upon to always prevent isolations from occurring.


Q – What additional service can SMC provide for CCTV?

A – We provide many additional services for CCTV, including remote guard tours, visual verification of internal intruder alarms, remote access (concierge) through doors and gates, intercom services, and monitored entry and exit procedures. If you have a specific requirement, please contact us to find out how we can help.


Q – Does remote CCTV monitoring require ports to be open?

A – Yes, the ports required vary for manufacturers and can be obtained through SMC.


Q – Can I access my CCTV account online?

A – Yes, via TOUCH 2.0 and the Immix portal.

Most of the cameras we monitor are detection-activated, and alarms can be triggered by passive infrared (PIR), infrared beam, analytic detection, or any method that involves a change of state.

Once triggered, alarms are transmitted to our control room via digital video recorder (DVR) or network video recorder (NVR) over a static IP broadband line, DDNS, or VPN. We receive the video image that triggered the alarm, as well as footage from immediately before and after the event, to determine the cause (subject to your settings and requirements)


Q – Can I fit PTZ cameras for analytic detection?

A – Static cameras are usually used for analytics, but PTZ cameras can be used if they remain in a fixed position, or – if moved – returned to a home position.


Q – Can SMC check if somebody is breaking in before a keyholder is contacted?

A – No, we judge all individuals as a threat and will call a keyholder as soon as an unauthorised person or vehicle is detected on site.


Q – Are bullet or static mini dome cameras suitable for monitoring?

A—Please avoid bullet and static mini dome cameras unless you are installing a separate light source and will be switching off the camera’s infrared (IR) lighting.


Q – How do I prevent spiders from activating my camera alarm?

A – Spiders are attracted to the warm and dry environment of the area below the rain hood, especially on bullet cameras with a sliding rain hood.

On soffit or wall-mounted static mini domes, spiders often spin webs from the wall or soffit board across the camera. Static mini domes mounted on a swan neck bracket fare better as the environment is hostile to spiders, which are washed away by rain and wind.

If you cannot avoid using on-board infrared (IR), then turret-type cameras work quite well as the IR lighting is separate from the lens, and, in general, spiders do not like turret cameras as much as other types (although, if soffit mounted, we do still get some spider issues.


Separate lighting is the better choice and is the manufacturer’s recommendation.

The IR lighting around the camera lens magnifies spider silk. When the silk blows in the wind, it trips the analytics and generates unwanted alarms. See the images below for example.

The spider itself will also generate unwanted alarms when moving across the camera; the analytics will judge it to be a person or a vehicle due to the size of the shape in motion. Please ensure your cameras are regularly cleared of spiders to avoid false alarms.

We are often left with no other choice than to disable cameras due to excessive false alarms caused by spiders.


Q – Can SMC provide intercom access and barrier or gate control?

A – Yes, we can; please contact us to learn about our available options.


If you have any questions about our services, please contact us.